Refund policy

Last updated: [August, 2026]

At OpticalGlasses, we want you to shop with confidence. If something isn't right with your order, we're here to help.

This policy explains when you can return an item and what to expect if you need a refund or replacement.

 

 

Non-Prescription Glasses & Sunglasses

If you've purchased non-prescription glasses or sunglasses, you may return them within 30 days of delivery, provided they:

  • are unused and in their original condition;

  • include all original packaging and accessories; and

  • are suitable for resale.

Unless the item is faulty, incorrect or not as described, you are responsible for the cost of returning it.

Once we have received and inspected your return, any approved refund will be processed to your original payment method.

 

 

Prescription Glasses & Prescription Sunglasses

Prescription eyewear is custom-made specifically for you using the prescription and measurements you provide.

For this reason, we are generally unable to accept returns or offer refunds if:

  • you change your mind;

  • an incorrect prescription, PD or other measurement was supplied;

  • you selected the wrong frame, colour or lens options; or

  • your order has already entered production.

This does not affect your statutory rights if your eyewear is faulty, not as described or has been manufactured incorrectly.

 

 

Faulty, Damaged or Incorrect Orders

If your order arrives damaged, faulty or incorrect, or you believe it has not been manufactured in accordance with your confirmed order, please contact us as soon as possible.

To help us resolve the issue quickly, we may ask you for:

  • your order number;

  • photographs of the product; and/or

  • the return of the product for inspection.

Where a manufacturing fault is confirmed, we will repair, replace, remake or refund the product, as appropriate and in accordance with your statutory rights.

 

 

90-Day Manufacturing Warranty

All OpticalGlasses products are covered by a 90-day manufacturing warranty from the date of delivery.

This warranty covers manufacturing defects in materials or workmanship under normal use.

The warranty does not cover:

  • accidental damage;

  • loss or theft;

  • misuse or improper handling;

  • normal wear and tear;

  • scratches caused by improper cleaning or storage;

  • unauthorised repairs or adjustments; or

  • damage resulting from failure to follow our care instructions.

 

 

How to Request a Return

If you believe you are entitled to a return, refund or replacement, please contact our Customer Care team before sending any products back.

Please include:

  • your order number;

  • a brief description of the issue; and

  • photographs where applicable.

We will review your request and provide instructions for returning the item if required.

 

 

Refunds

Where a refund is approved, it will be processed using your original payment method.

Please note that it may take several business days for your payment provider to process and display the refund.

 

 

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.